EDIT: to add insult to injury, we just checked out and the front staff had ZERO notes about Alex…read morecomping our food/drink the first night . The lack of communication and follow through has been an absolute nightmare.
Let me start off by saying: we are longtime, loyal Hyatt guests and typically do not stay with other brands unless a Hyatt is unavailable. With that being said, we are very familiar with Hyatt properties and their service standards. However, this was our very first stay at a "Park" Hyatt (and we had saved almost all of our points for), and given the brand's reputation for elevated service, dining, and accommodations, our expectations were understandably high. The week prior we had actually stayed at a Hyatt Regency (considered "lower" than a park Hyatt) in Amsterdam--which exceeded our expectations--making this experience even more disappointing by comparison.
Upon arrival, we were greeted by a bellhop and offered water while waiting to check in. The lobby was particularly stunning as it had a huge, non-artificial Christmas tree in the middle of the room. Check-in took longer than usual, and we were asked to wait in the hotel restaurant. After some time, a staff member who appeared to be a manager encouraged us to order whatever we wanted, stating it would be complimentary (never a good sign as it usually means they are conditioning you for some bad news). Shortly after, we were informed that the suite we had booked using 120,000 points was deemed insufficient for our family of five and that we would need to pay an additional $900 per night to be moved into a larger room against our will.
Since the front desk had already issued key cards to the original suite, I went up to take a peek. Based on my observation, it was more than enough space for our family, particularly given that our children are young and require minimal space. However, after spending over an hour waiting and hoping to salvage the remainder of our evening, we reluctantly agreed to the upgrade--an additional $2,700 total--despite having already redeemed a significant number of points for what we believed was a suitable accommodation.
The following morning, we went downstairs for breakfast and then returned upstairs to prepare for the day. When we made it up to our room, housekeeping greeted us and asked that we not enter, stating they had just begun turndown service. I let them know that our plans for the day could not meet that request and we would only need about 20 minutes in the room to brush teeth etc. They stated their request...again. We found this extremely unusual and uncomfortable, as we have never before been told we could not access our own hotel room. We proceeded to move into our room.
When we entered the space, we found it partially turned down, which was expected and not an issue at all. However, one of the beds was visibly soiled. This was both surprising and concerning. Regardless of room category, this is not something we would expect at any Hyatt property--particularly after paying an additional $900 per night for the forced upgrade.
Overall, this stay was disappointing and fell short of the service, cleanliness, and value we associate with both Hyatt and the Park Hyatt brand specifically. I would encourage future guests to explore other properties for a better bang for their buck. Based on our experience, this location did not meet the standards we have consistently experienced at other Hyatt properties worldwide.
